Operations Support Manager

Location: UK or Poland

(residents only – relocation and sponsorship not provided)

Role Purpose

We are looking for an Operations Support Manager to join our team at the British Council to support new product group teams and effectively deliver by ensuring operational processes across Delivery & Governance are clear, consistent, efficient and continuously improving.

You will be working with our process owners to document, improve and coordinate processes, while accountability for process decisions, resources and outcomes remains with the designated process owners.

Responsibilities

Process Management & Documentation

• Maintain a central catalogue of Delivery & Governance processes, ensuring documentation, templates and guidance are accurate, current and accessible.
• Work with process owners to document and standardise processes using tools such as process maps, SOPs and RACI frameworks.
• Manage process reviews, version control and change requests.

Continuous Improvement

• Identify opportunities to simplify, standardise and improve processes by removing duplication, bottlenecks and inefficiencies.
• Apply improvement methodologies such as Lean, process mapping and root-cause analysis to support evidence-based change.
• Coordinate implementation of agreed improvements, including communication, training and adoption activities.
• Support automation and optimisation using tools such as Microsoft 365, Jira and Confluence.

Cross-Functional Coordination

• Act as a central point of coordination for processes that span multiple teams.
• Support consistent application of governance, procurement and operational procedures.
• Build effective relationships with delivery teams and enabling functions including Finance, Procurement, Legal, HR and IT.

Performance, Risk & Compliance

• Define and monitor process performance measures, including efficiency, quality and user satisfaction.
• Produce reports and insights for stakeholders on process effectiveness and improvement outcomes.
• Ensure processes align with governance, compliance and regulatory requirements, escalating risks or gaps to process owners as required.

Equality, Diversity & Inclusion

Promote an inclusive, equitable and anti-racist culture.

Support employee wellbeing and demonstrate commitment to the British Council's EDI and anti-racism objectives.

Requirements

Degree or equivalent experience.

Lean, Six Sigma or similar process improvement qualification, or equivalent practical experience.

Essential Experience

• Experience in operations, process management or business improvement within a complex organisation.
• Proven success in analysing, redesigning and improving processes, delivering measurable outcomes.
• Experience influencing stakeholders and embedding change without direct line authority.
• Experience developing and maintaining process documentation and knowledge repositories (e.g. SharePoint, Confluence).
• Strong Microsoft 365 skills, including Excel, SharePoint, Teams and process-mapping tools.
• Excellent communication skills, with the ability to translate complex processes into clear guidance.

Key Skills

• Process Analysis: Identifies root causes, analyses workflows and prioritises improvements using data and user feedback.
• Continuous Improvement: Simplifies, standardises and automates processes while focusing on measurable outcomes.
• Documentation & Organisation: Produces clear, practical documentation and maintains accurate records.
• Stakeholder Management: Builds trust, influences without authority and manages change collaboratively.
• Risk & Governance Awareness: Balances compliance requirements with operational effectiveness.
• Inclusive Leadership: Demonstrates inclusive behaviours and supports diverse, psychologically safe working environments.

Bonus Skills

• Experience using Jira, Smartsheet, Monday.com or similar workflow tools.
• Experience in product, digital or technology environments.
• Knowledge of governance, assurance or procurement processes.
• Experience within education, learning, assessment, public sector or not-for-profit organisations.

Language Requirements

Written and verbal fluency in English is required.

British Council values and behaviours

British council values and behaviours are applicable across our organisation, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process. Our values are: Open and Committed; Expert and Inclusive; Optimistic and Bold.

Role Type: Business, Partnership and Programme Development

Work Style: Hybrid

Pay Band: Grade 7 / E

Function: E&E Product Delivery and Governance

UK annual salary

£31,000 - £34,000

Poland monthly salary (PLN)

11,230 - 14,040